- Location
- Pasay, Metro Manila, Philippines
- Workplace
- Onsite
- Type
- Full-time
- Department
- Operations
- Seniority
- Senior
- Experience
- 1+ years
- Education
- Bachelor
- Industry
- Business Services
- Category
- Operations
- Role type
- Individual Contributor
- Environment
- Office
- Source
- Oracle Cloud
Overview
This role serves as the primary process and product expert supporting frontline contact center operations. Responsibilities include providing real-time guidance to agents, handling complex customer escalations, ensuring compliance with procedures, and driving continuous improvement initiatives. The position requires at least 1-3 years of contact center experience, strong analytical and communication skills, and preferably knowledge of insurance or financial services operations. The SME collaborates with Operations, Quality, and Training teams to enhance performance and service excellence while maintaining accurate documentation and process updates.
Languages
About EXL
EXL is a leading data analytics and digital operations company that partners with clients using a data and AI-led approach to reinvent business models and drive better outcomes across industries including insurance, healthcare, banking, media and retail.
